This is without question the worst customer experience I have ever had. The Hotel Collection lures customers into an unauthorized “First Class Membership” that is never clearly disclosed during checkout, and then hides behind fine print in their Terms & Conditions to refuse refunds. At no point did I knowingly agree to this membership, yet I was charged and told it is “non-refundable.” That is not customer service—it is a predatory business practice.
When I tried to resolve the issue, I was met with robotic, scripted responses and a complete unwillingness to take accountability. They care more about squeezing money out of unsuspecting customers than they do about building trust. I have already disputed this charge with my bank and filed complaints with consumer protection agencies, and I will continue to warn others.
Do yourself a favor: avoid The Hotel Collection at all costs. The products are not worth the headache, and the company’s shady practices speak volumes about how little they value their customers.
Response from hotelcollection.comOct 15, 2025
Hi Ryan, thank you for sharing your experience with us. We sincerely apologize for any frustration or confusion.
First Class is Hotel Collection’s premium annual membership, designed to provide 50% off a curated selection of luxury home fragrance essentials. The membership begins with a 3-day free trial, followed by annual billing of $99. You will be charged at the end of the trial unless you cancel before the fourth day. There are no blackout dates and no hidden fees, and cancellation is easy it can be done with just a few clicks during the trial period.
The membership details were also sent to your email when you signed up. We truly appreciate your understanding and value your business!
LE
Leah
No customer service in place.
I have purchased a few products from this website and must admit that they smell divine. However, they have set me a subscription which is impossible to cancel they have sent me a product that i cannot use and keep sending it to me every two weeks and taking money from a credit card. You cannot return items without hearing back from their customer services team, you cannot unsubscribe without hearing from their customer services team, you cannot call call their customer services team, and they don't respond to emails i have sent them daily emails for over two weeks and zero response. So I am now in a situation where I have an unusable product(s) on a subscription that i did not want, which i cannot return as they don't have a customer services team.
Response from hotelcollection.comOct 15, 2025
Hi Leah, thank you for taking the time to share your feedback! We’re very sorry to hear about your experience and the inconvenience this has caused. This is certainly not the level of service we strive to provide. We’d like to make things right and ensure your concerns are addressed promptly. Our team will be reaching out to you shortly to offer further assistance and help resolve this matter as quickly as possible. We appreciate your support and look forward to having this fix soon!
DA
Disappointed and F.
One of the worst companies I have ever…
One of the worst companies I have ever dealt with! Avoid them at all costs or you will never get out of their eternal loop and they will never ever respond to you and it will require a lot of work from you in order to get them removed! Run as fast as you can the other direction from this horrible product and company their machines don’t work past 30 days and then they tell you they’ll send you a new one for replacement and you never hear from them again. They send you fragrances and they’re half empty and leaking all over the boxes and say they will send you a new one and they never do. Seriously do yourself a favor!
Response from hotelcollection.comOct 15, 2025
Thank you for your feedback. We’re truly sorry for the trouble you've experienced. This is certainly not the kind of service we aim to provide. Your feedback has been shared with our team as we continuously work to improve our products and services. Please know that we’re here to help and want to make things right! You can contact [email protected] so we can provide assistance and take necessary actions regarding your concerns. We appreciate your patience and understanding on this matter. Feel free to reach out to us if there’s anything further we can help you with.
SP
Smeeta Prasai B.
They sell units that break down in few…
They sell units that break down in few months and that’s why they only have warranty for 90 days because it seems like it’s slightly working but after 3 months it stops working. They are the worst fraud company I have seen for someone who charge so much bucks for their oils and units. I regret the purchase. They are so rude when you tell them unit is not working and instead of helping they are trying to see you another at discount price. Please do not fall for it.
Response from hotelcollection.comOct 16, 2025
Thank you for sharing your experience with us, Smeeta. We sincerely apologize for the frustration you’ve encountered with your diffuser. This is certainly not the experience we want for our customers. Please know that we’re here to improve your experience.
Our team is doing further investigation and will be reaching out to you shortly to reach an amicable resolution. Also, your feedback has been shared with our team as we continue to improve and elevate our products and services.
We appreciate your patience, understanding, and support, and hope to provide you with a better experience in the future.
SL
SlimShawdy
$55 oil bottle wasn’t even half full
$55 oil bottle wasn’t even half full. Diffuser makes loud noise when dispersing oil which is not normal. Customer support is nonexistent and they will end the chat with you anytime you mention an issue. Had to dispute the charge with my credit card issuer it was that bad. DO NOT PURCHASE FROM THIS COMPANY THEY ARE A SCAM.
Response from hotelcollection.comOct 16, 2025
Hi SlimShawdy. Thank you for sharing your experience with us. I totally understand the frustration of receiving a half-full scent bottle and having a loud machine.
We’ve recently transitioned to a 30ml scent bottle with an upgraded formula that delivers the same long-lasting scent, while enhancing performance and sustainability. To minimize waste during this transition, we are utilizing our remaining 50ml bottles but filling them with 30ml of our newly formulated fragrance.
Also, we'll be happy to provide assistance in fixing the issue with your diffuser. We've sent a request through Trust Pilot to get additional information so we can take necessary action and come up with a resolution.
We hope this clarifies the confusion, and we appreciate your patience and understanding. We look forward to providing you with a better experience in the future.
AM
Amy
HORRIBLE CUSTOMER SERVICE
HORRIBLE CUSTOMER SERVICE! Won’t let me cancel after they somehow set me up with a subscription! I have tried for weeks!!! Absolutely pathetic!!! Then you can’t even get anyone to speak to you!!! They are such liars
Response from hotelcollection.comOct 15, 2025
Hi Amy! We’re sorry to hear about the difficulties you experienced when trying to reach our team. After reviewing your account, we confirmed that you joined our VIP Oil Program in August 2025. As requested, your plan was approved for cancellation, and a return label was provided for you to send the products back.
We’ve confirmed that the products were successfully returned and received, and your cancellation has been completed. We truly appreciate your time with us and hope to have the opportunity to serve you again in the future!
AS
Alicia S.
Read reviews before buying
Similar to the other reviews the diffusers do not work and there really isn't a return policy. The cost of the return outweighs the cost of the unit. Customer service is very poor.
Response from hotelcollection.comOct 15, 2025
Hi Alicia, thank you for sharing your feedback! We apologize for the inconvenience you've encountered with your diffuser. This is certainly not the kind of experience we strive to provide.
According with our policy, you may return your products, as long as they have not been used or removed from the original packaging, within 30 days of receiving your order, and this may be subject to review. If your return is subject to review, you will receive an email from the Hotel Collection Concierge who will reach out to you and offer different alternatives or a return label.
The cost of the return label will be deducted from your final refund amount, as we do not cover return shipping costs. Once we receive your return, it will be processed, and a refund will be issued within 1-3 business days.
We understand your frustration, and we will share your feedback with our team as we improve customer service. We appreciate your understanding and patience and we hope to provide you with a better experience in the future.
CC
CC
My Experience with Aroma360 / Hotel…
My Experience with Aroma360 / Hotel Collection
I decided to try Aroma360/Hotel Collection after hearing family members rave about their products.
March 28, 2025 – I ordered my first Pro-Pod starter kit online. The list price was $299.95, but I paid $49.95 plus a monthly subscription to “Black Velvet” (list price $54.95 – paid $38.47). With shipping and tax, my total came to $103.37. Before the order shipped, I had to spend time on the phone going over scent options. A bit of a hassle, but okay.
The product arrived: the diffuser looked sleek but felt oversized for my space. The oils came in bottles sealed with a sticky, foam top that usually required scissors or a knife to remove—messy, and I often ended up with oil on my hands. Once set up, I let it run for a day, but the scent coverage was underwhelming. For reference, my house is only 1,047 sq. ft.
April 14, 2025 – I decided to purchase another Pro-Pod starter kit with a subscription refill. Total cost: $109.85. Again, I had to go through the same long phone conversation. This time, they tried to upsell me on a $350/month system for three years—even though I explained I didn’t have HVAC and was preparing to sell my house. They still insisted on following up in June.
April 25, 2025 – Time for my first refill. Instead of an automatic shipment, I got another phone call. Thankfully, the refill did arrive, but the constant back-and-forth was frustrating.
At this point, I had two diffusers in my small house. Coverage improved slightly, but honestly, Glade plug-ins had stronger scent throw. Thinking it might be the oil, I switched to a different fragrance.
May 19, 2025 – My second subscription refill was due, but instead of receiving it automatically, I got another call and text: “Hi, this is Lily from Aroma360/Hotel Collection. Your order needs to be confirmed. Please call back immediately.” The order never arrived.
From then on, it became a cycle: May, June, July, August, September—every month I’d get calls, texts, and long conversations where they pushed expensive systems instead of simply sending the refill I paid for. Despite repeatedly asking them to stop upselling, it never changed.
September 2025 – I finally tried to cancel online, only to find out you can’t. You have to call them. Thankfully, I was firm and didn’t let them pitch me again, so the cancellation went through.
Honest Opinion
Unless you want to have a sales conversation every single month, I’d give them a fake number. Their subscription isn’t automatic—you’re basically required to re-confirm and listen to an upsell each time.
As a candle maker, I can confidently say the oils I purchase from my vendor are stronger, higher quality, and much cheaper. At roughly $1,500 a year, this system is not worth it
Response from hotelcollection.comOct 15, 2025
Thank you for taking the time to share your experience with us. We’re truly sorry to hear that your interactions with our team and your experience with the products did not meet your expectations. Your feedback is very important to us, as it helps us improve both our communication and our service processes.
We understand how frustrating it can feel to spend extra time confirming shipments or discussing options when you were expecting a more streamlined experience. Our goal is always to ensure customers are receiving the right fragrances for their space, but we recognize that the follow-up process can sometimes feel repetitive. We’re currently reviewing our outreach procedures to make them more efficient and customer-friendly.
We also regret that the scent strength and coverage did not deliver the results you hoped for. Our diffusers and oils are designed to provide customizable scent experiences depending on room size and air circulation, but we understand that every home environment is unique.
We appreciate your feedback and the time you spent sharing these details. Our team would be happy to review your past orders and see how we can make things right. If you’d like to discuss this further, we've sent a request asking for additional information, we’ll ensure your concerns are personally addressed.
